Excellent machine, worth the wait.
Overall, it was an okay experience. Customer service were responsive and did resolve issues when I contacted them, which I appreciate, but the process felt more complicated than it should have been.
There was some disparity between the online chat bot and email responses regarding the delivery timescale, which added a bit of confusion. Delivery communication by UPS was poor — there was no tracking and the only estimate was “by the end of the day,” which isn’t ideal when waiting in for an expensive item. A time slot or live tracking would have helped. I was also asked to pay import fees that should have been included in the price (this was resolved very quickly once raised but was another email to send), and the machine arrived with an EU plug rather than a UK plug. This wasn’t meant to happen, and they did resolve it by sending an adapter. I could fit a UK plug myself, but this would invalidate the 2-year warranty.
We paid full price on pre-order, and after we had received the machine (which is fantastic), an in-stock email was sent offering a 5% discount code. That would have been a significant saving and was frustrating to see after completing the purchase.
That said, the Profitec Move itself is a beautiful machine. It heats up very quickly, the controls are intuitive, and it froths milk extremely well. The LED barista lights are a great touch, and while it’s slightly longer than expected, it’s still compact for a dual boiler. The bottomless portafilter makes dialing in much easier. It was well worth the wait and feels like a significant upgrade, especially compared with the Sage Oracle while saving some cost.
Nothing went seriously wrong, but the experience wasn’t especially smooth. It was okay, just not outstanding. I’d consider using them again, but I’d also compare with other retailers next time.
